8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 1/20

DESCRIPTION

"tell me about…"

"Show me how to…"

When something within the organization is holding the individual back

When something outside of the organization is holding the person back

When the individual refuses to demonstrate behavior 

If nothing else can be identified then root cause will be categorized as "feedbac

Yellow fields require text input from the Team Leader or agent.

Click on the blue fields to select an answer to each of the questions.

 All blue fields must be selected before moving to the next question or the next page.

Green fields display root cause analysis results and Team Lead next steps.

Click on the 'Start' button to begin using the Root Cause Discovery Tool.

External Environmental

Motivational

Feedback

 Agent Name:

Behavior:

Invernal Environment

ROOT CAUSE

Knowledge

Skill

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 2/20

".

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 3/20

Knowl"Explain t

QUESTION:

 AGENT

RESPONSE:

QUESTION:

 AGENT

RESPONSE:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 4/20

edge  me …" 

Have agent explain the importance of meeting the expectation for this KPI.

Was the agents response satisfactory?

Have the agent explain the process and/or procedure associated with this KPI.

Was the agents response satisfactory?

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 5/20

choose

choose

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 6/20

Skill"Show m

QUESTION:

QUESTION:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 7/20

  …" 

Have the agent demonstrate the behavior (skill).

Did the agent demonstrate the behavior satisfactorily?

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 8/20

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 9/20

Intern"Tell me

QUESTION:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 10/20

l Enviromental" 

Ask the agent, "Are there any work related issues keeping you from meeting expectations for

this KPI?"

What was the agents answer?

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 11/20

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 12/20

Extern"Share wi

QUESTION:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 13/20

al Enviromental  h me …" 

Ask the agent, "Are there any non-work issues that are keeping you from meeting

expectations for this KPI?"

What was the agents answer?

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 14/20

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 15/20

Motiv"Are you

QUESTION:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 16/20

tionalilling to …" 

Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness

to do it?"

What was the agents answer?

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 17/20

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 18/20

Feedb"Let's revi

NOTE: -

--

QUESTION:

RESULT:

 ACTION:

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 19/20

8/11/2019 5 Root Cause Analysis Tool

http://slidepdf.com/reader/full/5-root-cause-analysis-tool 20/20